The New York Independent System Operator
Stakeholder Services Representative
The New York Independent System Operator, East Greenbush, New York, United States
The New York Independent System Operator (NYISO) manages the efficient flow of electricity on more than 11,000 circuit-miles of high‑voltage transmission lines, dispatching power from hundreds of generating units across the state.
The NYISO’s External Affairs department invites applications for a full‑time Stakeholder Services Representative. The role is the primary interface with market participants, state and federal entities, and the public, responding to technical and market inquiries and supporting the day‑to‑day operations of a highly technical and dynamic environment.
ESSENTIAL DUTIES and RESPONSIBILITIES
Receive, initiate, and manage tracking of customer‑related inquiries pertaining to the NYISO markets and/or market‑related systems.
Inquiries are received through multiple channels: Email, Chat, Phone, and Member Community Portal. They are also relayed through other NYISO departments interacting with customers and market participants.
Document all customer‑related activities in the CRM‑Customer Relationship Management software and the MIS‑Market Information System.
Perform research to resolve customer inquiries and provide a detailed resolution.
Review NYISO Tariffs, Manuals, User Guides and Technical Bulletins.
Utilize and understand NYISO data systems (MIS, DSS, DRIS, ICAP, etc.).
Consult with other Stakeholder Services Team Members.
Consult with NYISO Subject Matter Experts in specific areas.
Coordinate conference calls with all parties to review issues and propose solutions, which may span weeks or months and involve many NYISO departments.
Perform periodic and ad hoc reports and analyses, accessing systems, generating reports, reviewing findings, and communicating results to customers.
Serve as a customer advocate for market participants, thoroughly understanding their positions and representing them in NYISO meetings and discussions.
Understand NYISO’s position on market design strategies and convey those positions when appropriate.
Develop professional relationships with assigned market participants, working with them to identify and resolve company‑wide issues.
Maintain customer data entry and contact data in NYISO’s CRM system.
Prepare and process customer Dispute and Claims Committee (DAC) claims on behalf of market participants, presenting claims to the COO and DAC Committee.
Develop and deliver presentations related to NYISO Stakeholder Services departmental functions.
Work with other NYISO departments to send communications to the Marketplace using NYISO’s email system integrated with the CRM.
Act as a key internal expert on assigned market participant sector issues.
Understand NYISO technical documents (tariffs, bulletins, manuals, guides, etc.) for discussions with internal and external customers.
Work directly with internal NYISO departments (project management, IT) to test and coordinate new product enhancements.
Maintain composure and confidence in tense or stressful situations and engage or update management when necessary.
Maintain current knowledge of the energy industry and NYISO system applications, following industry news and NYISO technical bulletins.
Cross‑train Stakeholder Services representatives, developing knowledge articles on the Knowledge Article Platform.
Work closely with the IT department to communicate technical changes impacting NYISO’s Market Participants (security protocols, digital certificates, access control, system outages, etc.).
Work closely with NYISO Legal, IT, Operations, and Planning departments to facilitate access to CEII‑Critical Energy Infrastructure Information, processing requests and communicating access status for market participants and interconnection participants.
Interconnection Project Study data
Planning Study data
FERC 715 data
TCC‑Transmission Congestion Contracts data
MyNYISO secure content on the public website (e.g., Operating Committee documents)
PMU Specification
Direct Communications Procedure
Control Room Manual (including Appendices)
Resolve access issues related to CEII access and work with internal NYISO resources when needed.
Facilitate annual processes mandated by NYISO Market Tariffs, coordinating and communicating updates to market participants to ensure compliance. Support access and functionality to all NYISO markets, products, and services, including software systems serving energy to 20 million residents of NY.
MIS: Market Information System
JESS: Joint Energy Scheduling System
CSI: Customer Settlement Interface
iTOA: Transmission Outage Application
GFER: Generator Fuel Emissions Reporting
DSS: Decision Support System
SDX: Upload/Download Interface
DRIS: Demand Response Information System
TCC: Transmission Congestion Contract Automated Market System
ICAP: AMS: Installed Capacity Auxiliary Market System
CMS: Credit Management System
SSAM: Self Service Account Management
GADS: Generator Availability Data System
QUALIFICATIONS
Bachelor’s degree from an accredited university or college required (Engineering, Finance, Business, Economics, or Communications).
Five years’ experience in the electric utility industry or a related technical field.
Prior leadership experience is a plus but not required.
ADDITIONAL REQUIREMENTS
Strong oral and written communication skills; strong interpersonal and leadership skills; PC proficiency; sound business acumen; able to effectively interface with all levels of internal and external customers; ability to perform in a team environment.
Ability to read, analyze and interpret common scientific and technical documents; respond to a wide variety of inquiries or complaints from market participants, regulatory agencies, or members of the business community; effectively present information in one‑on‑one and small group situations.
Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of geometry / trigonometry; apply concepts such as fractions, percentages, ratios, and proportions to practical situations; understand advanced mathematical concepts in interpreting technical bulletins and documents.
Ability to resolve problems, collect data, establish facts, and draw valid conclusions; interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
General competency in Windows operating environment using MS Office applications (Word, Excel, Access, PowerPoint, e‑mail, internet); intermediate competency desired in market support software systems.
PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit, and use hands to perform routine office tasks. The employee occasionally is required to reach with hands and arms and lift and/or move up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT The noise level in the work environment is usually moderate. Contact with staff and public will occur. Travel may be required to attend and/or conduct meetings, conferences, and training. This position requires supporting NYISO’s Markets, systems/applications, and Grid Operations activities in a 24/7/365 capacity. An on‑call rotational shift is administered for all Stakeholder Services representatives. This position may require work on nights, weekends, or holidays.
In this role, you will be required to work onsite at our Rensselaer, NY location several days per workweek, with the option to work remotely on the remaining days. You will also be expected to respond to all business needs that may require any increase to the regular onsite requirements.
All offers of employment will be made contingent upon the successful completion of a drug screening and background check.
The NYISO takes pride in recruiting, developing and retaining highly talented individuals. In addition to competitive salaries, we offer a comprehensive benefits package and innovative reward programs.
The NYISO is an Equal Opportunity Employer and as such, does not discriminate in its hiring or employment practices.
Salary Range: $68,900 – $115,200 USD
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The NYISO’s External Affairs department invites applications for a full‑time Stakeholder Services Representative. The role is the primary interface with market participants, state and federal entities, and the public, responding to technical and market inquiries and supporting the day‑to‑day operations of a highly technical and dynamic environment.
ESSENTIAL DUTIES and RESPONSIBILITIES
Receive, initiate, and manage tracking of customer‑related inquiries pertaining to the NYISO markets and/or market‑related systems.
Inquiries are received through multiple channels: Email, Chat, Phone, and Member Community Portal. They are also relayed through other NYISO departments interacting with customers and market participants.
Document all customer‑related activities in the CRM‑Customer Relationship Management software and the MIS‑Market Information System.
Perform research to resolve customer inquiries and provide a detailed resolution.
Review NYISO Tariffs, Manuals, User Guides and Technical Bulletins.
Utilize and understand NYISO data systems (MIS, DSS, DRIS, ICAP, etc.).
Consult with other Stakeholder Services Team Members.
Consult with NYISO Subject Matter Experts in specific areas.
Coordinate conference calls with all parties to review issues and propose solutions, which may span weeks or months and involve many NYISO departments.
Perform periodic and ad hoc reports and analyses, accessing systems, generating reports, reviewing findings, and communicating results to customers.
Serve as a customer advocate for market participants, thoroughly understanding their positions and representing them in NYISO meetings and discussions.
Understand NYISO’s position on market design strategies and convey those positions when appropriate.
Develop professional relationships with assigned market participants, working with them to identify and resolve company‑wide issues.
Maintain customer data entry and contact data in NYISO’s CRM system.
Prepare and process customer Dispute and Claims Committee (DAC) claims on behalf of market participants, presenting claims to the COO and DAC Committee.
Develop and deliver presentations related to NYISO Stakeholder Services departmental functions.
Work with other NYISO departments to send communications to the Marketplace using NYISO’s email system integrated with the CRM.
Act as a key internal expert on assigned market participant sector issues.
Understand NYISO technical documents (tariffs, bulletins, manuals, guides, etc.) for discussions with internal and external customers.
Work directly with internal NYISO departments (project management, IT) to test and coordinate new product enhancements.
Maintain composure and confidence in tense or stressful situations and engage or update management when necessary.
Maintain current knowledge of the energy industry and NYISO system applications, following industry news and NYISO technical bulletins.
Cross‑train Stakeholder Services representatives, developing knowledge articles on the Knowledge Article Platform.
Work closely with the IT department to communicate technical changes impacting NYISO’s Market Participants (security protocols, digital certificates, access control, system outages, etc.).
Work closely with NYISO Legal, IT, Operations, and Planning departments to facilitate access to CEII‑Critical Energy Infrastructure Information, processing requests and communicating access status for market participants and interconnection participants.
Interconnection Project Study data
Planning Study data
FERC 715 data
TCC‑Transmission Congestion Contracts data
MyNYISO secure content on the public website (e.g., Operating Committee documents)
PMU Specification
Direct Communications Procedure
Control Room Manual (including Appendices)
Resolve access issues related to CEII access and work with internal NYISO resources when needed.
Facilitate annual processes mandated by NYISO Market Tariffs, coordinating and communicating updates to market participants to ensure compliance. Support access and functionality to all NYISO markets, products, and services, including software systems serving energy to 20 million residents of NY.
MIS: Market Information System
JESS: Joint Energy Scheduling System
CSI: Customer Settlement Interface
iTOA: Transmission Outage Application
GFER: Generator Fuel Emissions Reporting
DSS: Decision Support System
SDX: Upload/Download Interface
DRIS: Demand Response Information System
TCC: Transmission Congestion Contract Automated Market System
ICAP: AMS: Installed Capacity Auxiliary Market System
CMS: Credit Management System
SSAM: Self Service Account Management
GADS: Generator Availability Data System
QUALIFICATIONS
Bachelor’s degree from an accredited university or college required (Engineering, Finance, Business, Economics, or Communications).
Five years’ experience in the electric utility industry or a related technical field.
Prior leadership experience is a plus but not required.
ADDITIONAL REQUIREMENTS
Strong oral and written communication skills; strong interpersonal and leadership skills; PC proficiency; sound business acumen; able to effectively interface with all levels of internal and external customers; ability to perform in a team environment.
Ability to read, analyze and interpret common scientific and technical documents; respond to a wide variety of inquiries or complaints from market participants, regulatory agencies, or members of the business community; effectively present information in one‑on‑one and small group situations.
Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of geometry / trigonometry; apply concepts such as fractions, percentages, ratios, and proportions to practical situations; understand advanced mathematical concepts in interpreting technical bulletins and documents.
Ability to resolve problems, collect data, establish facts, and draw valid conclusions; interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
General competency in Windows operating environment using MS Office applications (Word, Excel, Access, PowerPoint, e‑mail, internet); intermediate competency desired in market support software systems.
PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit, and use hands to perform routine office tasks. The employee occasionally is required to reach with hands and arms and lift and/or move up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT The noise level in the work environment is usually moderate. Contact with staff and public will occur. Travel may be required to attend and/or conduct meetings, conferences, and training. This position requires supporting NYISO’s Markets, systems/applications, and Grid Operations activities in a 24/7/365 capacity. An on‑call rotational shift is administered for all Stakeholder Services representatives. This position may require work on nights, weekends, or holidays.
In this role, you will be required to work onsite at our Rensselaer, NY location several days per workweek, with the option to work remotely on the remaining days. You will also be expected to respond to all business needs that may require any increase to the regular onsite requirements.
All offers of employment will be made contingent upon the successful completion of a drug screening and background check.
The NYISO takes pride in recruiting, developing and retaining highly talented individuals. In addition to competitive salaries, we offer a comprehensive benefits package and innovative reward programs.
The NYISO is an Equal Opportunity Employer and as such, does not discriminate in its hiring or employment practices.
Salary Range: $68,900 – $115,200 USD
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